Business-as-usual ownership of a CPQ-centred Salesforce estate at a specialty manufacturer

The challenge

The client sells configured product. Price is not a lookup. Product rules, pricing and discount approval run through Salesforce CPQ, and custom behaviour is layered on top of the standard product. The same org carries integrations to the client’s ERP and to shipping providers, and a customer community that external users transact in.

That makes the estate one connected system rather than a set of modules. A change to a pricing rule alters what the ERP receives. An integration failure presents as a quoting fault. A sharing change closes a portal user out of records they are meant to see. Anyone touching one part needs to understand the other three.

Estates of this shape degrade quietly. Configuration drifts, custom code accumulates, seasonal platform releases arrive on Salesforce’s schedule rather than the business’s, and no single party owns the whole. The client wanted the environment held by one team that carries the full context.

What we run

Area	Scope
CPQ	Product and pricing rules, bundles, discount and approval logic, quote output, and the custom features built on top of standard CPQ
Custom development	Apex, Lightning components and automation written for the client’s quoting and order process
Integrations	The flows between Salesforce and the ERP, and to shipping providers, including diagnosis of which side a failure belongs to
Customer community	Portal access, sharing and visibility, and the pages external users transact on
Org support	Users, permissions, data, configuration change and the routine demand a production org generates

One team holds all of it. A change to pricing logic, an integration and the portal is handled by people who already know how the three interact, so the estate is worked on as a whole rather than patched in parts.

How we work

The engagement is business as usual, not a project. Work arrives as user-raised issues, small changes and larger pieces scheduled against the client’s priorities, and it runs on a continuous queue.

Diagnosis comes before change. A quoting fault is traced to its origin in configuration, custom code, data or an integration before anything is touched. Changes are proven outside production before they land.

Continuity is the point of running it this way. The same people see the same environment every week, so recurring faults are recognised rather than rediscovered, and the context needed to make a safe change is already in the room.

Delivery is remote, from our Sri Lanka base into the client’s environment.

Outcomes

• One accountable team for the whole estate. Pricing, integration and portal issues do not bounce between suppliers.
• CPQ and integration literacy available continuously, without the client carrying a dedicated Salesforce team in house.
• Internal users and external community users served from the same queue by the same people.
• A production quoting and order path kept available through configuration change, custom development and seasonal platform releases.
• Knowledge of the estate retained in one place, so change stays cheap and low risk as the org grows.